Sometimes it seems as if we’re surrounded by service that, as our former premier famously said of Thai Airways, sucks. Moronic waiters, bitchy flight attendants, sluggish tellers, corrupt cops, psychopathic taxi drivers—every one of us can come up with a long list of horror stories, which of course we enthusiastically share with everyone we know. As the saying goes, “A happy customer tells one or two people; an unhappy customer tells 10.”

But how often do we praise good service? And have you ever thought about what it would be like to work in their shoes? Just imagine being one of the service industry workers you run into every day: the cashier at the mini-mart, the bartender, the taxi driver, the person collecting tickets. How would you like to be blamed for things you have no control over, or asked to do things that could get you fired, or yelled at not for something you did but because the customer has had a bad day? Be honest: how would you like to serve you?

On the occasion of International Labor Day, May 1, we thought we’d speak with a few people who work in the service industry and let them tell us about their jobs—and what it’s like on the other side. They don’t all deserve our gratitude and appreciation—but a lot of them do.

Take These Jobs

Orawan, 20, has been a cashier at a Family Mart for a year, working part-time while she is studying. She has to do literally everything in the shop—mop the floors, stock the shelves, take care of customers and close the place at night—and for that she earns B24 per hour. That’s a whopping B120 for five hours of ding-dong! everytime someone walks in the door.

Choocheep, 31, has been a bus driver on the same route for 15 years. He starts at 4:30am. After that, depending on traffic, it could be four or five hours before he gets a break (i.e., use the bathroom), so patience is a crucial element in his daily life. In the face of this, though, he’s amazed how uncompassionate, and at times ignorant, passengers can be. “Sometimes when the traffic’s jammed, people will start complaining about it. That annoys me a lot, but I can’t do anything but tell them to be patient,” he says. “Try to understand that this is Bangkok. The traffic can be horrible.”

When asked about bad customers, Thongchai Saroj, a 31-year-old motorcycle taxi driver, gives a picture of how nasty some of us can be: “I’ve been doing this job for 10 years. Most of the customers are good, but some are pretty annoying, like people who refuse to put a helmet on even after I beg them to wear it.”

If caught carrying a passenger with no helmet, police charge him up to B200. Sometimes Thongchai gets stiffed outright. “The worst people are those who have me take them a long distance, and then they don’t pay. I can’t do anything about it. I can’t force them to pay, and going to the police is way too much trouble.”

Thongchai says that some of his friends race through red lights to get revenge on difficult passengers. He’d love to do the same, but, for his own safety, he just can’t. “If an accident happens, my life’s at risk, too. I can’t even tell you how hard it is to control my temper every time a car cuts me off.”

Tida Prasertsing serves drinks at the bar Taksura. She makes B200-300 per shift. A recent night is typical: “This one guy was really drunk and started yelling at the other customers in the bar. I tried to calm him down, but it didn’t work, so I had to ask him to leave. He insisted on staying, though and kept disturbing others. Finally, all the waiters had to throw him out.”

In Their Shoes

OK, no one said that life was easy, but there are things people in the service industry have to deal with that most of us don’t. Just think if you not only had to wear an ugly uniform, but pay for it, as well. (And don’t even think about getting your money back when you leave the company.) Imagine being a waiter and having to pay out of your own pocket because you misheard a customer’s order. Or how would you feel if none of that 10 percent “service charge” ever made it into your paycheck?

Customers can be downright nasty. Those who work in the service industry are at the “front line” of the companies they work for. Many times they’re forced to deal with situations that are beyond their control. It might be the kitchen’s fault that your dinner is slow, but you yell at the waitress. The operator on the helpline isn’t the person who disconnected your internet connection, but you slam the phone down while she’s apologizing anyway.

Buyer Beware

Ask anyone who has worked in a restaurant, and they’ll tell you how dangerous it can be to get on your waiter’s bad side. You can imagine the things that end up in the meals of hated customers, from gobs of spit to...well, take your pick. So there are practical and selfish reasons to be courteous and to tip generously.

In the US, restaurant workers have websites like badtipper.com where they compare notes on customers. Service industry employees in Thailand aren’t compiling blacklists yet, but there are sites like www.thaicabincrew.com, www.guidescenter.com and www.thaihotelstaff.com, where workers swap stories, give advice and post salaries and monthly hotel service charges.

Service Goes Both Ways

Quality service is often being the bigger person and acting more mature, even if the customer is older. It takes patience, poise and being adept at the art of compromise.

According to Embrahim Hengpiya, who has spent seven years working as a hair stylist, “The heart of service is to please our customers and make them look good at the same time. Sometimes my customer wants a haircut that just won’t match.” Faced with such cases, Embrahim gently encourages him or her to choose a style that will better suit them. After many years in salons, he has witnessed all sorts of customers, from boring aunties to picky uni students. To deal with them, he has to be supercalm and make them realize he’s doing his best.

Flight attendant Chayanit Kritsirithanarat agrees. “The hardest thing is to not to lose your patience, to compromise, to be punctual and to be alert…. Good service has to come from your heart, making passengers feel at home. We have to treat them the way we want to be treated.”

This applies to both service people and customers. As customers, we can help make their lives easier by treating them with kindness. Say “thank you” when they do a good job. Be patient when you’re in a queue. Tip. Show your appreciation, and next time you pay your electricity bill or walk into a convenience store, you might get an extra smile or two.

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Serverspeak

CHET, TAXI DRIVER

Who are the worst passengers?

The impolite ones. For example, recently I stopped for a group of young girls who asked me, “Ja pai mai?” Why couldn’t they just say, “Pai mai ka?”? They sounded like they didn’t care whether I gave them a lift or not, so I drove off.

What else bugs you?

Besides the traffic, I hate cars that honk every time I pull over to pick up a passenger. They really don’t have any sympathy. This is a taxi, and a taxi picks up passengers.

Do people tip you?

Farangs, mostly—and they usually take short trips. When the meter is B35, they will pay me B50 and tellme to keep the change. Some Thais tip, too, but only five or 10 baht.

Ever been robbed?

Never. But others taxis warn me not to pick up passengers from Pathumthani or Lum Lukka because they’ve been robbed there before.

CHAYANIT KRITSIRITHANARAT, FLIGHT ATTENDANT

What’s the hardest thing about being a flight attendant?

Not to lose your patience, to compromise, to be punctual, to be alert and to take care of your health.

Any “bad passenger” stories you’d like to share?

Yes, we had a troublemaker yesterday. He asked one of my co-workers for a Pepsi, but she was busy. So she asked him to wait a minute and suddenly he started shouting at her, “F*** you!” and “F*** the captain!”

How did you deal with the Pepsi guy?

She told the supervisor who reported him to the captain. He was arrested when we landed.

VINAI PRIAMSATI, MASSEUR AT SABAI THAI MASSAGE

What did you do before this job?

I was a “cheer” guy in an ab op nuat. I would talk to customers and say things like, “Number 30 is cute—she’s our star.” Compared to that job, being a masseur is much better.

How much do you earn per day?

I get 35 percent. So for a one-hour Thai massage, the customer pays B200 and I get B70.

Is this enough to live on?

Well, most of my income is from tips.

Do you get bad customers?

Yes, from time to time. Gays—mostly farangs—often misunderstand our service and try to harass me sexually. When this happens, I simply say, “What exactly do you expect? We offer massage. If you’re looking for something other than that, we don’t have it.”

X, SPA SUPERVISOR AT LUXURY RESORT, PHUKET

What is the secret to delivering good service?

If you’re in the service business, you need to have a service mind. Then you know naturally what the guest wants and needs. For example, I was the butler of a famous designer for years. He didn’t like to talk much, but with a single glance I could guess what he wanted. That’s how you make people really happy.

Any problems?

Rich Thais cause a lot of problems and have a bad attitude. They treat you like dirt. In general, farangs respect employees more.

What about tipping?

Some guests put money on the table at the beginning of their stay and just say, “Take care of my family.” Maybe US$100. I like that. If you tip first, you know what kind of service you’re buying. If you tip at the end, some staff might not deliver 100% because they don’t know what they’re working for.

How do you deal with rude or angry guests?

The Thai way. We stay calm, quiet, gentle and we smile. You have to be more clever thanyour guest.

What would you like to tell guests?

When foreigners come for a Thai massage, they sometimes expect that “something” will happen at the end. We don’t blame them, because this is OK in some places, but not in our spa. We’ve had some guests slap money onto the massage bed and shout, “Do it!” At this point, the girls will leave the room.

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Stars of Service

Five venues where service consistantly exceeds expectations.

1. Salon de BKK (2/F, The Emporium, 662 Sukhumvit Rd., 02-664-8880/1) Lemongrass tea, coffee andwater available while you wait for your stylist.

2. Café Ice (44/2 Soi Phiphat 2, 02-636-7373) The staff will even lead you upstairs to the bathroom—always a nice touch.

3. Le Normandie (The Oriental Hotel, 48 Oriental Avenue, 02-659-9000. Open daily noon-2pm, 7-11pm) The staff not only knows what’s in each dish, they even know how to make it. Our writer complimented a dessert and asked how it was made, so the waiter brought some utensils and invited her to have a try at it.

4. Divana Massage & Spa (7 Sukhumvit Soi 25, North Klong Toey, 02-661-6784, www.divanaspa.com) The staff here helps you with everything: one of them lent us her umbrella while she found us a cab.

5. Agalico (20 Sukhumvit 51, 02-662-5857. Open Fri-Sun 10am-6pm) When the café is full, as it usually is, staff will cheerfully set up a table for you in the front yard if you wish.

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She Knows Service

Supapan, Training Strategy Development Division Manager at Honda Automobile Thailand, tells us a little about what service means to her.

What’s at the heart of good service?

You must deliver service based on the customer’s viewpoint. Always ask yourself whether you would be satisfied to receive the same treatment yourself.

What do customers expect from service people?

Good, consistent standards and attention. You have to serve from the heart, not like a robot.

What’s the best incentive for service staff to improve?

Recognition from the boss. This can be in the form of giving compliments, showing understanding, recognizing difficulties, or arranging a good workplace. For example, choosing a comfy chair for staff in case they have to listen to customers, arranging a lounge with nice music and soft drinks for staff to rest in after long working hours. These are normal practices in every company. If the executives take the staff seriously, it will impress them and help them understand that they should treat customers with thesame respect.

What’s the best way to deal with rude customers?

Listen and smile. Be patient, apologetic and correct. No arguing. You can never win a fight with customers.

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The Tipping Points

BK guides you through the delicate protocol of international tipping

Australia: Tipping is not widespread in Australia. Some may leave coins on the bar or tell cab drivers to keep the change. A tip of 10 percent in restaurants for impressive service is normal. But tipping in hotels and hair salons is still an uncommon practice.

UK: Tipping is preferred and expected here in places. At hotels, 10-15 percent of the room cost is already added to the bill, so no need to tip more. But for restaurants and taxis, it’s 10 percent. In hair salons, the customary rate is 2 pounds for the hairdresser and 1 pound for the assistant. No tipping in pubs.

USA: Tipping is universal in the States. In sit-down restaurants, you are expected to tip 15-20 percent of the bill; for taxis, 10-15 percent. If you go to a restaurant with a large group, however, they’ll often include a charge for service on the bill. And remember: never tip government officers.

Japan: Tipping is not practiced in Japan except in exceptional cases—a personal limousine driver, for instance.

Singapore: No tipping here, either; it’s just not the Singaporean way. A 10 percent service charge is already included in your restaurant and hotel bills. Also, tipping at the airport is strictly forbidden.

Hong Kong: In restaurants, there’s a service charge included but additional tipping is expected. Bellboys and porters also look forward to tips. But for taxis you don’t need to pay extra.

Thailand: Normally, tipping is not a must, but in some cases it can provide incentive for staff to take good care of you on your next visit. Tips of B10-20 for bellboys and waiters are standard practice. Technically there’s no need to tip taxi drivers, but if you insist on waiting for that 3 baht change, we’re not getting in a cab with you.

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7 Things That Bug Us

1. Waiters who don’t tell you when the description on the menu is not the same as the food you’ll be served.

2. Staff who know you’re there but refuse to make eye contact and make you wait because “it’s not mysection” or “not my register.”

3. Staff who help farangs or poo yai first even though we’ve been waiting longer.

4. People who don’t acknowledge when we tip. We don’t expect you to grovel—a “thank you,” smile or even a nod will do.

5. Having to go through layer after layer in automated phone systems before you finally get to speak to a real person—who is clueless.

6. Service staff (IT guys, air-con mechanics, etc.) who can never seem show up on time.

7. Service that goes too far. There’s no need to thank us when we “let” you fill our water or take away our dirty dishes.

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BK Asks: Horror stories of service gone oh-so-wrong

PAK TORUNGSRI, 35, PROOFREADER

Recently, I went to Big C Ekkamai to pay my Quick Cash loan. As usual, I handed the bill to the staff. An eternity passed as they tried to scan the barcode, after which I was told, “It just doesn’t work.” So what now? It doesn’t work and that’s it? I ended up walking out to pay at another branch instead. A few weeks later, Quick Cash called to inform me that my bill was overdue. It turns out that the staff at Big C scanned the wrong barcode; the one she scanned was Citibank’s. So I’ve paid Citibank twice and I haven’t paid anything to Quick Cash. The incident has ruined my record at Quick Cash. Now my credit’s not as good as before and it’s all her fault.

SUTHIKIAT SINGKA, 21, PHOTOGRAPHER

The worst service I ever experienced was from a nurse at Sappasitthiprasong Hospital in Ubon Ratchathani. This lady didn’t care about the patients’ feelings at all. I once saw an old lady queuing for along time. When she asked how long it would take to see a doctor, the nurse pointed her finger to the back of the waiting room and told the lady to sit there and wait. I don’t know if it’s because she’s tired or what, but a nurse shouldn’t behave with such bad manners.

SUPAPORN PADUNGSAWAT, 27, SYSTEMS ANALYST

Just a few weeks ago, I went to a minimart on Koh Pa Ngan. There’s only one convenience store on the island, so everyone has to buy snacks, drinks, toilet paper and everything else there. The staff at the shop are very unfriendly to Thais, but take pains to please farangs. I tried to buy a snack and put it on the counter, but the cashier completely ignored me. Another place is MK Suki, next to Central Bangna. Other branches may be better—MK Trendi is good—but this one is unbearable. You have to wait ages to place your order, and the staff don’t take care of your table at all. I was very upset, so I criticized their servicein the comment form. I hope they improve.

KITISAK SINGSUNGNEOUN, 27, LECTURER

I went to a bar—can’t remember the name—and everything was fine until I tipped the waiter. My friends and I were about to leave, when the waiter walked back to our table to give back the money that I’d tipped him. I was stunned. I’m not sure if I tipped him too little or if he misunderstood and thought that I’d forgotten my change, but it’s rude either way. A waiter shouldn’t refuse a tip. So I just dropped the money on the floor and walked out. Other tables were looking, but I didn’t care.